Manager, Dedicated Service Advisor

About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy. About the Role: As a Dedicated Service Advisor PE, you’ll lead a team of Advisors who serve as the single point of contact for Gusto’s most valued customers. You’ll coach and develop your team to deliver proactive, high-touch support, strengthen customer relationships, and drive loyalty. You’ll partner cross-functionally to remove barriers, improve processes, and influence product decisions based on customer insights. Your leadership will ensure operational excellence, empower your team to move quickly and think creatively, and help scale the Dedicated Service model to deliver an exceptional customer experience. About the Team: The Dedicated Service team is a segment of our Customer Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customers (~150 customers), serving as product experts, and providing trusted and efficient service. Here’s what you’ll do day-to-day: Lead and develop a high-performing team of Dedicated Service Advisors, fostering deep product expertise, strong customer ownership, and operational excellence. Coach Advisors to deliver proactive, relationship-driven support that builds trust, drives satisfaction, and reduces churn across their book of business. Monitor performance metrics and customer health to identify trends, escalate risks, and ensure a consistent, exceptional customer experience. Partner cross-functionally with Sales, Product, Payroll, Benefits, and Risk teams to remove barriers, streamline processes, and influence roadmap decisions through customer insights. Drive operational strategy and continuous improvement, ensuring scalable systems, workflows, and best practices for both reactive and proactive support. Foster a culture of critical thinking and creative problem-solving, empowering Advisors to navigate ambiguity and deliver thoughtful, consultative solutions. Champion team engagement and development, using coaching, feedback, and recognition to build confidence, accountability, and long-term career growth. Leverage AI and automation to dramatically improve team efficiency and customer experience. Here’s what we're looking for: Minimum of 3 years experience leading and managing teams of high performing individual contributors Background in payroll required Background in benefits/ health insurance preferred Experience with Gusto platform or similar preferred Deep understanding of customer satisfaction indicators and best practices Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty Demonstrated success in continuous process improvement. Experience using data to build new processes and improve existing ones Ability to hire, coach, and retain top talent in a highly complex and regulated support experience Demonstrated AI Accumen: Experience leveraging AI to drive process and decisions Bachelor’s degree preferred but not required. Our cash compensation range for this role is $92,245 to $119,919/or yr in Denver, and $86,530 to $112,489/yr in Phoenix. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above. Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale. Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees. Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you. Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer. Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.